Regional Brands Invest Big in AI and CX Infrastructure, Reveals CX Live Intelligence Report 2023

Recognized as one of the top global events in the CX domain, The Customer Experience Live Show Middle East commenced its 6th edition with the launch of the 2023 Customer Experience Live Intelligence Report. This highly anticipated report unveiled key insights and priorities shaping the regional CX landscape, showcasing the transformative potential of Artificial Intelligence (AI) and Machine Learning (ML) in driving loyalty, growth, and operational efficiencies.

The report highlighted that organizations in the region are prioritizing strengthening of their AI capabilities and CX infrastructure. An impressive 52% of companies are prepared to invest over $200,000 in advancing their CX tech capabilities this year, indicating a significant commitment to harnessing the power of AI and ML.

Furthermore, the report revealed that 37% of companies are investing in AI, recognizing its potential to continuously translate customer interactions into actionable insights. Additionally, 32% of organizations are prioritizing Workflow Automation to drive operational efficiencies and improve customer experiences.

To meet the objectives of their CX strategies, organizations are upgrading their customer experience tools. The report indicated that 27% of organizations are investing in Customer Relationship Platforms, 21% in Personalization Platforms, 21% in Contact Center Solutions, and 27% are re-evaluating Customer Feedback Management tools. 

During the launch, Ayusha Tyagi, Managing Director of Customer Experience Live, emphasized the importance of leveraging technology solutions to gain a better understanding of customers, leading to tangible return on investment (ROI) for brands and businesses.

Held over two days on 23-24 May, 2023 in Dubai, this global event, took place in conjunction with the inaugural editions of the CMO Show Middle East 2023 and Contact Center Show Middle East 2023. 

Additionally, the Customer Experience Live awards program honored exceptional CX initiatives by esteemed organizations such as stc, Dubai Police, ACWA Power, Riyadh Airports, Saudi EXIM, ccc by stc, Medcare, Foulath Holding, Bank AlJazira, Saudia Cargo, Invita, and Raya CX. 

Mansour Al Dalaan, CEO of ccc by stc, expressed excitement about the digital transformation in CX, highlighting the organization's commitment to designing futuristic solutions. Similarly, representatives from channels by stc emphasized that CX is pivotal for improvement, with customer satisfaction serving as the driving force behind their endeavors.